Day Four - Main Conference And Expo: Thursday, June 27, 2019

When Lance Gruner was recruited to focus B2B support processes at MasterCard, he felt like a party crasher. Product lines operated independently, each with their own unique experience. There was no seat for neither him nor the customer at the table. 5 years on, Lance now leads B2B and B2C customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide. Discover how Lance went from party crasher to honored guest during this opening keynote:

Take a process-oriented approach to build the foundation for end-to-end CX

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